Glen Hamilton
Free
Customer Service Expert
Glen Hamilton Quick Facts
- Main Areas
- Customer Care: including customer service, satisfaction, retention, and loyalty
- Career Focus
- Business Coach, Corporate Trainer, Public Speaker, Author
I help companies build customer loyalty.
My expertise is in defining the “Why” and “How To” in achieving customer satisfaction, then moving companies beyond customer satisfaction into the realm of customer loyalty.
My mission is to educate, motivate, and inspire others to service excellence.
I have an exceptional talent for simplifying the complexity of customer service while teaching others how to believe, live, and practice the art of delivering "World-Class" customer service.
Proficient in creating interactive learning environments through innovation, resourcefulness, and subject proficiency while utilizing my natural flair for teaching.
Through 30 years experience in business, I have developed a intuitive understating of how customer service influences profitability, how customer retention impacts revenue, and how customer loyalty effects growth.
My vision is for all companies to strive for 110% customer satisfaction - 100% of the time.
AREAS OF BUSINESS EXPERTISE AND EXPERIENCE:
Strategy Formation and Implementation - Policy Establishment and Development - Procedure Assessment and Improvement - Program Design and Coordination - Information Collection and Evaluation - Employee Training and Empowerment
Free Articles & Book Excerpts
Articles by this expert
SelfGrowth articles and saved writing connected to this expert.
Article
The Top Ten Customer Service Principles
What do these companies have in common, Southwest Airlines, Neiman Marcus, Marriot, Disney, and Enterprise Car Rental? They are all customer service pioneers. Each company has forged a new path through their commitment, dedication, and innovations, to become known as leaders in delivering ...
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Article
How Do You Earn the Customer’s Loyalty?
This question has spurred hundreds, if not thousands of books, articles, and programs during the past few decades. In the never-ending quest to find the “magic theory” which would instantly transform every customer into a loyal lifetime customer, we have lost sight of the basic fundamental truth ...
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Favorite Quotes & Thoughts from Glen Hamilton
Favorite Quotes
"You don't earn loyalty in a day. You earn loyalty day-by-day" - Jeffery Gitmore
“Repeat business or behavior can be bribed. Loyalty has to be earned.” - Janet Robinson
"There is only one boss. The customer! And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else." - Sam Walton
“Some men see things as they are and say, 'Why'? I dream of things that never were and say, 'Why not'?" Robert Kennedy
Customer Care Philosophy:
Customer care starts with belief. A business needs to believe in the power of customer service, the necessity of customer retention, and the relationship between customer loyalty and the success of their business.
Establishing a customer-centered business not only makes good business sense, but it is essential in today's highly competetive business enviroment.
Customer Service is the act and spirit of serving the customer. - Customer service is not only how the service is performed, it is also the attitude behind the service.
Customer satisfaction is the achievement of meeting the customer’s expectations.- The level of customer satisfaction is directly proportional to how well a company anticipates, understands, and meets their customer’s expectations.
Customer retention is the process of building relationships with current customers. - Customer relationships are born by fulfilling the customer’s wants, needs, and/or desires. The relationships are then nurtured by customer service and matured through customer satisfaction.
Customer loyalty is the zenith of customer service, customer satisfaction, and customer retention working together. - Only when all three elements are working together in harmony and unison can true customer loyalty be obtained.
When a company believes that the customer is the heart and soul of their business, serving the customer becomes a privilege, to be honored and cherished, not a duty.Contacting Glen Hamilton
How to get started
Visit my blog: http://theservicecoach.wordpress.com
or feel free to email me at theservicecoach@yahoo.com with any comments, suggestions, or to review ways to increase your customer loyalty.